INTQUAL ‐ an internal measure of service quality and the link between service quality and business performance

INTQUAL ‐ an internal measure of service quality and the link between service quality and... Looks at the importance of the service sector to national economies with interest for practitioners and academics. Posits that management has to determine what actions it needs to undertake to ensure it delivers service quality. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png European Journal of Marketing Emerald Publishing

INTQUAL ‐ an internal measure of service quality and the link between service quality and business performance

European Journal of Marketing, Volume 31 (8): 13 – Sep 1, 1997

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Publisher
Emerald Publishing
Copyright
Copyright © 1997 MCB UP Ltd. All rights reserved.
ISSN
0309-0566
DOI
10.1108/03090569710176600
Publisher site
See Article on Publisher Site

Abstract

Looks at the importance of the service sector to national economies with interest for practitioners and academics. Posits that management has to determine what actions it needs to undertake to ensure it delivers service quality.

Journal

European Journal of MarketingEmerald Publishing

Published: Sep 1, 1997

Keywords: Business performance; Customer satisfaction; Service quality; United Kingdom

References

  • Improving the measurement of service quality
    Brown, T.J.; Churchill, G.A. Jr; Peter, J.P.
  • Measuring organizational performance in the absence of objective measures: the case of the privately‐held firm and conglomerate business unit
    Dess, G.G.; Robinson, R.B.
  • A tool for managing quality
    George, W.R.; Gibson, B.E.
  • The impact of grand strategy and planning formality on financial performance
    Pearce, J.A.; Robbins, D.K.; Robinson, R.B.

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